Customer Service Operations Assistant Manager

Grab Support team provides 24/7 assistance to our Grab Partners, including drivers, passengers, and merchants, in using Grab's products. Our dedicated team handles service inquiries and resolves disputes, delivering exceptional customer service and promoting relationships.
Get to Know the Role
You will guarantee seamless operational procedures that enhance customer engagement across all of Grab's contact center touchpoints.
Your work will involve steering a team of top-performing customer experience agents across both voice and digital platforms, all while catering to the demands and expectations of your team from diverse departments like GrabFood, GrabCar, GrabTaxi, and GrabExpress.
Moreover, the manager will handle safety-related incidents, ensuring rapid and efficient solutions to maintain standards of customer safety and satisfaction.
You will report into theGS Operations Manager.
The Critical Tasks You Will Perform
You will lead a team of customer experience agents across voice and digital platforms.
You will oversee and resolve safety-related cases promptly.
You will prioritize customer feedback to improve operational processes.
You will manage customer support transactions across different platforms, meeting contact center performance metrics.
You will train agents and conduct daily briefings to communicate updates and product launches.
You will manage agent scheduling, including leave and overtime management, and approve transactions within authorized limits.
You will perform monthly audits and coaching to ensure adherence to Grab's customer experience standards and manage agent performance evaluations.#J-18808-Ljbffr